Assistant Customer Experience Manager Resume Example Gap Inc

ASSISTANT CUSTOMER EXPERIENCE MANAGER

Summary

Over 4 years of successful management and supervisory experience; possesses the ability to motivate and lead a team efficiently. Exceptional organizational skills;excels at operational and contingency planning; constantly exceeds established goals. Excellent problem solving skills; able to professionally assess a situation, address the major issues, and formulate timely solutions. Disciplined, well organized in work habits; strong time management skills along with a talent to positively manage multiple projects simultaneously. Proven ability to function well under pressure. Skilled at comprehending new concepts and communicating ideas clearly and effectively. Solid understanding of merchandising design; took risks to showcase product in creative, innovative ways with a 100% daily accuracy Experienced in developing marketing strategies; expert in forwarding thinking & market research Capable of delivering quick solutions to the marketing challenges; strategically devised a road map to achieve a 4% credit card-to-transaction goal. Resourceful team leader with demonstrated success in project management and customer support; ensured that 500-2,000 customers were properly serviced on a daily basis Expert knowledge of interactive and Internet technologies and tools (web prints, multi-media advertising, etc.) Detailed-oriented manager with the ability to comprehend new concepts, possessed the ability to develop innovative design and presentation strategies when needed

Experience

02/2009 to Current

Assistant Customer Experience ManagerGap Inc

Possess a comprehensive understanding of retail laws, security and health; ensures compliance with health and safety legislation Ensures compliance with risk management procedures and Company Policies and Procedures (e.g., Employee Appearance Standards, Return Policy, Loss Prevention, Store Compliance Audit etc.) Develops staff through performance management; responsible for overseeing all aspects of the store's marketing, merchandising, inventory, pricing, hiring, training, firing and promoting employees Assists with the recruitment and on boarding of new employees: communicates responsibilities, company policies/procedures/expectations; helps new employees towards high productivity standards Ensures associates are familiar with the organization's customer service models Combines deep industry knowledge, business acumen, and interpersonal skills to successfully manage a $7 million dollar store Drives performance and efficiency through a combination of cutting costs, efficient hiring, and customer-focused sales efforts Coaches, trains, and develops associates and newly hired managers on best practices in retail management and customer experience; provides on-the-spot training to associates as required Attracts and retains loyal customers by building a reputation of integrity, knowledge, and accountability Records and documents changes in inventory, mark-ups and markdowns of merchandise; complies with ordering cycle to ensure supplies are readily available Wright, 2 Effectively resolves customer issues; provides business solutions to suit the customer needs; handles customer inquiries, complaints, billing questions and payment/extension service requests Performs internal loss prevention audits, reporting and training; executes shortage action plans in partnership with other managers to minimize internal and external shrinkage Processes shipment, stores merchandise transfers and maintains store inventory; prepares invoices, supply and equipment requests Provides technical support for the resolution of customer service issues and transactional problems Performs office automation work requiring the use of software applications and computer equipment; prepares correspondence, reports, technical documents, graphs/charts, forms and other office support materials Communicates effectively and efficiently orally and in writing; refers to company policies and regulations; ensures proper format, grammatical accuracy, and correct spelling on all organization correspondence Gathers and compiles data, including numerical data for daily activities and other store reports required for day to day operations; researches and resolves account reconciling items; verifies, reconciles and approves weekly payroll; creates and analyzes daily, weekly and monthly sales reports Utilizes electronic cash register systems and calculators to compute and record individual transactions for customers and to enter data into predefined categories for statistical reports and for store profits and losses Maintains employee personnel records and files; assists in the maintenance of employee leave requests, time and attendance records; conducts time and attendance audits as needed Reviews communication materials (footnotes, policy changes, e-mails, employee information; etc), distributes and informs associates and management teams as applicable Responsible for the health, welfare, training and supervision of 55 employees; scheduled work hours, determined salaries, resolved conflicts, and conducted annual performance evaluations.

03/2008 to 02/2009

Executive AssistantThe Intuitive Group

Composed, typed, filed, tracked, and distributed meeting agendas and minutes, routine correspondences, letters and reports; handled all incoming and outgoing mail; screened e-mails Utilized sound judgment in the performance of a wide variety of specialized and confidential administrative support duties for account executives Communicated on a daily basis with clients and was responsible for the day to day operations of their accounts Developed complex multifaceted databases to track sensitive issues Revised and managed the organization's filing system to ensure clarity and efficiency; disposed of files according to established guidelines Provided advice and support guidance on overall organizational and administrative matters; reviewed and analyzed administrative directives and policies to determine impact on operations Received telephone call, greet visitors, ascertain the nature of their call or visit; personally responded to routine and non-technical request for information, or referred the requests to the appropriate personnel when necessary Managed calendar, schedules and made travel arrangements for the account executives Extracted information from appropriate policies, regulations, and other sources in order to prepare required reports by using a variety of automated systems Wright, 3 Coordinated and arranged meetings between the account executives, stakeholders, outside agencies and their representatives Collaborated with management to identify external talent needed to create a network of loyal clients Maintained statistical and financial records; managed the company budget Provided advice and support guidance on overall organizational and administrative matters; reviewed and analyzed administrative directives and policies to determine impact on short and long term impact on operations Briefed upper management on all resources needed to conduct job requirements.

01/2000 to 09/2005

Assistant ManagerExpress / Limited Brands, Inc

Processed, verified, and maintained documentation for personnel activities such as staffing, recruitment, training, performance evaluations, and classifications Ensured time and attendance policies and procedures were clearly communicated to employees and upper management Planned and developed logistical program activities from conceptual stage through life-cycle of a variety of products Achieved successive positions of increasing skill and responsibility with consistent recognition for superior performance throughout a demanding career centered on the execution of critical departmental needs Experienced in supply discipline, distribution management operations, transformation, and materiel readiness in direct support of the organization's mission Supervised, dispatched, routed, and tracked shipment activities to ensure safe, prompt and accurate delivery of merchandise Trained staff on products which required extensive technical expertise and support for installation and use, such as material handling equipment, numerical control machinery and computer systems Developed, managed and updated handbooks, bulletins, policies and procedures for logistics and inventory systems and controls Led marketing efforts through compelling visual displays and merchandising efforts Accelerated training and development programs for associates; guided associates to maintaining an 18% and above conversion rate for transforming shoppers into buyers Evaluated employee job performance, conformance to regulations, and recommended appropriate actions; contributed to the management of 10-15 associates reaching daily goals of $3,000-$10,000.

Education and Training

2015

Bachelors of Science: Business Administration FinanceUniversity of MarylandBusiness Administration Finance

Skills

Talent Management · Individual and Group Training · Coaching ·Team Building · Merchandising · Inventory · Retail Marketing · MS Office, Word, Excel, PowerPoint, and Outlook · Customer Focused · Visual Communication ·Project Management · Logistics

Resume Overview

Companies Worked For:

Gap Inc
The Intuitive Group
Express / Limited Brands, Inc

School Attended

University of Maryland

Job Titles Held:

Assistant Customer Experience Manager
Executive Assistant
Assistant Manager

Degrees

Bachelors of Science : Business Administration Finance

Assistant Customer Experience Manager Resume Example

Resume Score: 90%

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